Set Agent State
The Set Agent State allows you to set an agent's state.
Conditional Exits
The Set Agent State block may take the Authentication Failed conditional exit if the supplied extension number and PIN combination does not match credentials of any configured user.
Settings
Agent’s digital ID (extension)
Agent’s digital ID is the agent’s extension number or the name of the variable that holds the extension number (e.g., $(varPhone)).
Over the phone agent PIN
Over the phone agent PIN is the agent’s PIN or the name of the variable that holds the agent’s PIN (e.g., $(varPIN)).
New state
This is the desired new state to set the agent to.
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Starting Jan 1st 2023 the functionality of PSTN-phone-only agents (users without any IP equipment, logged in via an IVR scenario) is no longer supported. Please contact customer success to discuss the alternatives, e.g. mobile app. The "nailed" connection, aka "keep the line open", aka using PSTN phone as a phone device functionality is not affected by this change. | |